Lead, Global IT Technical Support

At Konecranes, we believe that great customer experience is built on the people behind the Konecranes name. Everything we do, we do with passion and drive. We believe diversity drives business success and is the foundation for our growth. We welcome different backgrounds and skills that enrich our community and we promote a place where we can ALL be ourselves. This is what makes Konecranes a unique place to work.

Position Description:

The Global IT Technical Lead role demands a blend of;

• Technical Expertise: Deep understanding of IT systems and the ability to solve complex technical issues.
• Leadership Skills: Guiding and mentoring the technical support team to achieve their best performance.
• Customer Service Focus: Ensuring high levels of customer satisfaction by resolving IT issues efficiently and effectively.

Being at the forefront of IT operations, you'll play a crucial role in maintaining smooth and efficient IT services, which is vital for the overall success of the organization.

Key Responsibilities:

• Team Management: Lead and manage the technical support team, assisting them with day-to-day tasks and achieving team deliverables.
• Escalation Management: Handles any escalations from the customer or stakeholders.
• Stakeholder Collaboration: Work closely with stakeholders and users according to their region, ensuring smooth communication and alignment.
• Talent Management: Oversees talent management, recruitment, and identifies training to enhance team skills.
• Knowledge Management: Create and maintain technical documentation, including Standard Operating Procedures (SOPs) and knowledge base articles.
• Quality Assurance: Conduct quality audits and analysis to ensure high quality of service delivery.
• Process Improvement: Identify areas for process improvement and drive continuous service improvement initiatives.
• Problem Management: Provide permanent solutions through effective problem management.
• Reporting: Manage daily triage and reporting activities to keep stakeholders informed.
• Process Automation: Implement and manage process automation initiatives to enhance operational efficiency.
• RPA and AI: Lead the projects of Robotic Process Automation (RPA) and AI-driven processes to streamline operations and improve service delivery.
• Awareness of ISO 14001 & 45001 standards

The role is based in our office in Pune – but it goes without saying that the remote & hybrid working is a part of our modern ways of working.

• You need to have Bachelor's degree in Computer or Information Technologies, or any related field.
• Minimum 5 years maximum 8 years of relevant experience.
• Expert-level understanding of IT systems.
• Proficiency in ITIL and ITSM tools, especially ServiceNow.
• Strong analytical and problem-solving skills.
• Excellent communication skills and a customer service attitude.
• Leadership qualities to guide and mentor the team.

What We Offer:

• Insight into IT service delivery and training on the latest technologies.
• As we trust in Winning Together, we offer continuous learning and development which means that you will also get equal opportunities for self-development as a leader.
• Driving for better we offer a flexible & inclusive work environment where you can be yourself and enjoy Work-Life balance.
• We believe Doing the right thing by offering Competitive Salary.
• At Konecranes you will be working with leading crane building company with leading technology.
• Want to learn more about Konecranes and what your future colleagues have to say?

Interested?

Do you have what it takes, and do you see yourself joining our community and taking a key role in our Global IT Technical Lead? If yes, please submit your application with CV as soon as possible, latest by 27.06.2025 via Apply link below.

Please contact the Global Talent Acquisition Specialist Kanchan Mahajan via kanchan.mahajan (at) konecranes.com or via Linkedin.

Konecranes moves what matters. We are a global leader in material handling solutions, serving a broad range of customers across multiple industries. We consistently set the industry benchmark, from everyday improvements to the breakthroughs at moments that matter most, because we know we can always find a safer, more productive and sustainable way. That's why, with 16 000+ professionals in over 50 countries, we are trusted every day to lift, handle and move what the world needs.

Konecranes is committed to ensuring that all employees and job applicants are treated fairly in an environment which is free from any form of discrimination.